Software Architect - REMOTE USA

Acliviti Consulting Group, LLC•Chicago, IL

1d•Remote

About The Position

Acliviti doesn’t just advise clients - we co-create their vision, align internal teams, and help them stay ahead of what’s next. We are a vendor-neutral consultancy that helps enterprise organizations define strategy, lead execution, and provide ongoing support - all while aligning stakeholders and delivering outcomes that matter. We are experts in customer experience delivering operational and technical transformation, strategic partners who stay engaged before, during, and after implementation to ensure objectives are achieved, boardroom translators connecting CX vision, technical platforms, and financial value, outcome-driven professionals who know 95% of spend is on human capital, not just tech, and remote-first and cross-functional, with deep expertise across industries. Our clients are enterprise organizations modernizing their customer engagement ecosystem, CX, IT, Operations, and Finance leaders seeking true stakeholder alignment, teams navigating complex transformation programs with high visibility and high stakes, businesses who need business cases, vendor guidance, and enterprise-class execution, and companies looking to optimize revenue & cost models, reduce friction, and drive customer growth. We lead clients through a continuous improvement cycle with three integrated service areas: Strategy (Customer Experience Design, Performance Optimization, Transformation Capabilities), Execution (Technical Platform & Capabilities, Operational Management, Data & Analytics), and Managed Solutions & Support (Operational & Technical Oversight, Outcome & Expense Management, Artificial Intelligence & Data Segmentation).

Requirements

7+ years of experience in solution architecture, technical consulting, CCaaS, enterprise technology, or related fields
Strong experience designing enterprise technology and integration solutions
Expert-level experience with NICE CXone, Genesys Cloud, or comparable CCaaS platforms
Strong understanding of APIs, integrations, data flows, and enterprise systems
Experience designing AI, conversational AI, automation, or NLP solutions
Ability to translate complex business requirements into clear technical designs
Strong experience creating architecture diagrams, technical specifications, and requirements documentation
Excellent client-facing communication and stakeholder management skills
Ability to lead technical discussions with both executive and technical audiences

Nice To Haves

Experience with Cognigy, PolyAI, Parloa, CrestaAI, Dialogflow, or similar AI platforms
Experience with LLMs, RAG, AI agents, and conversational AI architectures
Experience with Salesforce, ServiceNow, or other enterprise CRM/ERP platforms
Experience with REST/SOAP APIs and enterprise integration patterns
Experience in a consulting or professional services environment

Responsibilities

Lead technical discovery sessions with business, IT, operations, and technical stakeholders
Understand current-state environments, business processes, pain points, and desired outcomes
Translate business requirements into functional and technical requirements
Identify gaps, dependencies, constraints, and technical risks
Challenge requirements when necessary and recommend alternative approaches
Facilitate design discussions and align stakeholders around the recommended solution
Document requirements and obtain appropriate client approval before technical build begins
Support the end-to-end technical design of enterprise CX, CCaaS, conversational AI, and automation solutions
Translate business objectives and functional requirements into scalable technical solutions
Define architecture, technology components, integrations, data flows, and system dependencies
Determine how CCaaS, AI, CRM, enterprise applications, APIs, and supporting technologies work together
Design solutions across voice and digital channels, including ACD, IVR, routing, AI agents, automation, and integrations
Define technical requirements, assumptions, dependencies, and non-functional requirements
Evaluate build vs. configure approaches and recommend the appropriate solution
Ensure designs are practical, scalable, secure, maintainable, and aligned with client requirements
Design AI-enabled customer experience solutions including conversational AI, virtual agents, AI agents, and automation
Define how AI capabilities should interact with business processes, enterprise systems, and customer channels
Develop technical approaches for LLM, RAG, knowledge retrieval, AI agent, and API-enabled solutions
Define requirements for prompts, business logic, integrations, knowledge sources, guardrails, and escalation paths
Evaluate AI platform capabilities and determine the appropriate technical approach for each use case
Identify AI-specific technical considerations including data requirements, security, privacy, performance, and scalability
Stay current with emerging AI technologies and advise clients and internal teams on relevant capabilities
Serve as the technical SME throughout the engagement
Partner with the Project Manager to identify technical risks, dependencies, scope impacts, and delivery considerations
Provide technical guidance and oversight to Engineers assigned to implementation workstreams
Act as an escalation point for complex technical decisions and design issues
Review proposed changes to determine their impact on the overall solution architecture
Support testing strategy and validation against the documented design
Participate in UAT, go-live readiness, and post-implementation reviews as the technical design authority
Identify opportunities for future phases, enhancements, and technology roadmaps